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Hotel Mobile Check-In: A Step-by-Step Guide
Hotel Mobile Check-In: A Step-by-Step Guide
Since the COVID-19 pandemic, the demand for contactless services has risen because hoteliers wanted to provide a safe and comforting experience to guests.
Today, going contactless and becoming technologically advanced has become a necessity for survival in this competitive hospitality space.
Guests no longer judge hotels solely by star ratings; they consider factors such as tech-enabled convenience, sustainability, and value-added experiences.
One way to adapt to changing guest preferences is through mobile check-in systems. The traditional process creates a poor impression as guests must wait in long queues, fill in check-in forms, and then receive key cards/room keys.
Today, guests prefer seamless digital experiences over luxury amenities, and studies support this. One recent study found that 89% of Indian Millennials prefer digital-first solutions, including mobile check-in.
Let's explore what mobile check-in technology means for hotels and its potential benefits.
A snapshot of hotel mobile check-in
Hotel mobile check-in is a technology that allows guests to self-check into hotel rooms typically through an app or website. Before the guest arrives at the hotel, a link is sent to them on their phone, and they can complete their registration process in advance.
Initially, the check-in process seemed daunting but now it’s more personalized for guests as they can skip the traditional process of filling out forms, submitting documents and can head to their room using mobile check-in software.
Such contactless technology helps guests choose their room preferences, complete their check-in process, and unlock room doors using mobile devices before their arrival.
In a nutshell, this check-in software not only saves guests time but also provides convenience to them.
How Does the Hotel Mobile Check-In Process Work?
The mobile check-in process seems overwhelming for you if you don’t have the right set of tools, technology, and processes in place.
Here’s what the mobile check-in process looks like-
The guest journey starts when they book a room at your hotel. They will get a pre-check-in link with the details of upsells and cross-sells (especially when guests want to go for upgrades). For that, guest data needs to be stored in PMS.
Post that, they will do the necessary formalities which involve submitting booking details and the necessary documentation required for identity verification. They can either make the payment now or opt for the pay later option.
Now, the hotel staff verifies the submitted details and confirms the guest’s identity. Upon the booking confirmation, the guest must visit the front desk staff to collect room keys.
Once they arrive at the hotel on the booked date and day, they can either check in using physical keys or digital keys if the hotel uses such technology.
Many hotels around the globe use contactless solutions to modernize their hotel while some even rely on physical keys for allowing guests to access the room.
During their stay, guests can request services or call the housekeeping staff through an AI-powered chatbot (Freddie).
What are the Top Benefits of Mobile Check-In for Hotels?
Here’s why using a mobile check-in solution can be a game changer for your hotel-
1. Provides satisfactory experience to guests
Prior to contactless check-in solutions, guests need to wait for long hours to complete their check-in process, especially during the peak season when the hotel lobby is crowded. This causes inconvenience and discomfort to them as it wastes their time and effort.
Properties that have modernized their hotel with the latest technological solutions give a positive signal to guests that they set their best foot forward in enhancing the guest experience.
For them, guest satisfaction matters the most. And guests intend to pay more for premium experiences.
On top of that, the mobile check-in solution enables guests to select their room preference (too close to the elevator or not too far from heights). They even get notifications when the room will be ready, and they can arrive.
So, as guests have become more demanding than ever, it becomes important for hotel owners to leverage such digital technologies that exceed guest expectations.
2. Earn more revenue through upselling and cross-selling
Another benefit of using mobile check-in solutions is creating an upselling and cross-selling strategy.
Through upselling and cross-selling, hotels can sell more related items or recommend add-ons to guests to earn more revenue such as restaurant reservations, spa appointments, room upgrades, etc.
Through mobile check-in apps, hotels can generate more revenue for each booking by promoting additional offerings.
Through mobile check-in solutions, hotels can leverage guest details and use them for sending targeted e-mail campaigns.They can promote their offers, showcase the best amenities, and drive repeat bookings for their accommodation.
3. Saves your time and cost on hiring resources
Imagine that your hotel gets a high number of reservations as the festive season is approaching. But how would you deal with insane reservations when you run out of hotel staff? That results in long waiting times for guests together with a decrease in guest satisfaction.
After long hours of traveling, they stand in long queues to get the room keys instantly.
The more time the check-in process will take, the lower the guest satisfaction score will be. Even a delay of 2 minutes can worsen the guest's experience at check-in time.
According to a study from the Cornell Center of Hospitality Research, if the check-in process takes longer than 5 minutes for US guests, then it would result in a decrease in guest satisfaction by 47%.
Today guests have become more tech-savvy, and they want instant solutions with few clicks.
That’s where you need to cut the long process and digitalize the entire guest journey by providing a contactless experience to them (via self-service kiosks or mobile check-in solution). This saves guests time as they can complete their check-in formalities anytime.
From the hotel’s perspective, a mobile check-in experience provides greater value to guests.
4. Increase brand loyalty
By providing a mobile check-in experience, you make your property stand out.
When guests get exceptional experience at their fingertips, they’re likely to book a stay again and become your repeat GUEST. As you modernize your hotel as per their needs, they feel they’ve been heard.
This propels them to share positive reviews about their stay experience on your website and other platforms like Tripadvisor.
When they become your brand evangelist, they’ll recommend others to add your hotel to their favorite list. This spreads positive word of mouth about your services.
5. Makes your hotel STANDOUT from others
According to the LG Solutions report, by 2030, millennials and Gen Z travelers account for 83% of hotel customers.As customer preferences are changing, hoteliers need to invest in smart technology solutions to come to the top of the industry.
Modern travelers have new levels of expectations these days and nearly 75% of millennials and Gen Z travelers prefer staying at hotels that offer self-service experiences to their guests.
No matter whether you run a small-size accommodation or luxury resort, you can stay on top of your guest’s minds by investing in modern digital solutions. Thus, you can get more direct bookings, increase your revenue and make your property STAND OUT.
6. Increase the operational efficiency of your hotel
Your hotel will be operationally efficient when you make optimal utilization of resources to provide a superior experience to guests.
For guests, a hotel is considered operationally efficient when they can do self-service check-in anytime and anywhere. They can update the details for room changes or upgrades without going to the front desk.
From a hotelier’s perspective, operational efficiency increases when such digital technologies reduce the burden on front desk staff. They can rather use the saved time to enhance guest experience.
7. Make your hotel more sustainable
Paperless hotels are more sustainable as they save significant costs that would have been wasted maintaining physical records. Dealing with unorganized files and records every day is a mundane task which results in more human errors.
Having a mobile check-in solution saves your money in the long run. Hotels that focus on sustainable practices are more eco-friendly and appeal to eco-friendly travelers.
Studies indicate that hotels that adopt smart technology (digital check-in/check-out) can save $5 per room per night.
Why does your Hotel Need Mobile Check-in Software?
Having mobile check-in software is important for every hotelier these days as you can stand out in this increasingly competitive hospitality landscape.
Moreover, as guest expectations are rising, they demand more control over experiences. That’s possible when the hotel owner considers the need to integrate such digital technology solutions to automate their hotel operations.
Adopting mobile check-in software means you adopt a forward-moving approach and guest satisfaction is your #1 priority.
Additionally, mobile check-in can provide valuable insights into your guest preferences. By tracking how guests use the app, you can personalize your guest preferences and improve your services.
How can BOTSHOT help you with Hotel Mobile check-in?
The above blog has given you an idea of how Mobile check-in technology can enhance the guest experience, drive more revenue for your hotel business, and increase guest loyalty.
Implementing a digital check-in system doesn’t save hours for your guests, rather it helps your hotel staff to be more efficient and focus on other strategic sides of things.
At BOTSHOT, we help hotels like yours set up digital check-in systems and provide hassle-free experiences to your guests. Our eFrontDesk automates your guest’s journey from check-in to check-out.
This hotel management software enhances your guest experience by allowing them to do the pre-arrival formalities through check-in links, submit their documents, and make payments online without going to the front desk.
Alternatively, hoteliers can rely on this automated solution to free up front desk staff, save time and effort, and gain detailed insights about their guests.
